Mabel Lai Me Poh
Higher Customer Service Executive
(Customer Correspondence Unit)
Date Joined: 19 Jan 2004
My daily working life...
Everyday brings me new challenges and surprises as I meet new customers with different requests and backgrounds. There is never a dull moment here and it gives me a positive perspective on work and life when I hear about members' problems and feedback. As an Assistant Leader of Bishan Service Centre, my duties are to lead, manage, and motivate a team of Customer Service Officers to provide excellent service to our customers. Not only do I ensure that the team never stops improving their customer handling skills, but I'll also go through any scheme changes with them to make sure their knowledge is up to date. We have weekly debriefing sessions where we have case sharing and updates on any scheme changes.
We also share with one another our encounters in handling difficult situations, such as how we turn an angry customer into a happy one. We always believe that sincerity will touch our customers. We are sincere in helping our members solve their problems. Even if the outcome is not always favourable, members will still feel satisfied as they can feel that we are trying our best to help them. "Eye contact" and "body language" are also very important when we work at the service counter. Members will feel at ease and important when we address their concerns.
People around me...
We are a very united team and we support each other during our course of work. All team members will do their best to clear the waiting line, and the leaders are always ready to take on the more challenging customers. We support each other. In short, it is the mutual understanding and chemistry that binds us together and keep us going when the workload gets tough (e.g. customer influx).
We have frequent gatherings such as dinners, parties, karaoke, BBQs and these activities always make a great end to the busy week!
Not just about work...
I enjoy attending Family Days, Dinner & Dance, and department parties organised by the Board. These events are ways of saying thanks to staff and more importantly, the time spent together with my colleagues outside of the workplace has brought me new friendships (not just colleagues). CPF Board, as an employer, has always been pro-family and this has helped many working parents, especially working mothers like myself to enjoy a healthy work-life balance. Everyday after work, I am able to be home on time to prepare dinner for my 3 lovely boys and spend quality time with them! I always tell my friends that the Board is a very conducive workplace for working mothers!
Making a difference...
I believe all CPF members who come to the Service Centres are genuinely in need of assistance, and I am someone who will always attempt to find a "Yes" for them. I am passionate about my job and will think of alternatives to put up their requests or appeals for review by the relevant department. At the end of the day, I am proud to say that I have lived up to the CPF core values – 'Focus on Customer' and 'Do My Best' as I do my utmost to help CPF members!